JTB@

Friday, September 21, 2007

Thanks to all the hard work of the SUMO community, the SUMO knowledge base will be going live to the public on Friday, September 28th!

We will initially roll-out the knowledge base with links from blog posts and one link from the current Firefox support page. We will be testing the stability and scalability of the site while getting valuable feedback on the support. After the initial testing and feedback phase, we will begin to roll out the site to a wider audience.

Please welcome David Tenser, our new SUMO Project Manager! We are all very excited to have David working on the SUMO project and back in the Mozilla family.

David is a longtime contributor to Mozilla and the Firefox and Thunderbird support sites, authoring major parts of help content from the early days of the Foundation. Originally from Eskilstuna, Sweden, David has a BS and MS informatics and computer science. David was most recently Chief Software Engineer at Emsize AB in Sweden, where he led the development of supply chain software in the packaging industry. He recently participated in the Mozilla Memory bank project-- you should check out his conversation with them.

Wednesday, September 19, 2007

As you likely saw when you upgraded to the most recent version of Firefox, we show you a landing page to tell you that you have updated to the latest and most secure version of Firefox. We have also traditionally used that page as a way to communicate to you (and all the other users), most often about add-ons. We think that page could use a little work....

Below you will find the screen shots of the new versions of the page. Please check them out and give us your feedback.

Our primary audience is people who have not tried add-ons before; either because they have never heard of them or they don't quite understand what and how useful they are. We hope to use the learnings from this effort to continue to improve how we communicate the "customization" benefit of Firefox across all of our properties.

We will be testing two versions of the update page. The first version is similar to our current update page, but with a design, copy and UI changes. Please note that with both versions of the page, we have included the "release notes" to tell people what changed when they updated Firefox as well as an easy way for them to go to their homepage if they are not interested in trying out add-ons.

The goal of our second page (below) is to introduce the user to specific add-ons from the start. We think that even if these specific add-ons aren't appealing, the user will quickly "get" what an add-on is and will be interested in seeing more.

This page is the "landing page" that users will click through to if they are interested in seeing more add-ons. This page will also have a link to the full add-ons site. We will be testing two different versions of this page: one that shows 6 add-ons to users and one that shows 10. For all pages that show add-ons, we will be rotating add-ons through and tracking to see which ones were downloaded the most often.

Tuesday, September 11, 2007

We have been having lots of back and forth about the design of the SUMO forum home page. After much discussion and feedback, we have developed this mock-up:

For a general reference for comparison, please check out the SUMO homepage: http://support-stage.mozilla.org

Goals of this page:1. To ensure that the user has searched through the knowledge base.2. To get the user to search through the forum to find an answer to their problem.3. If they can't get their answer in 1 or 2, we want to make it easy for them to ask their question (we are currently missing a good explanation of how the forum works-- maybe that is a call-out box that we link to-- any ides?)4. Make it easy for people to log-in and/or track their current questions

Friday, August 17, 2007

As a result of all the hard work of the support community, the Firefox Support Working Group has officially transitioned to the SUMO team. I am very excited to announce our SUMO leadership team:

David Tenser has been hired as the Firefox Support Project Manager. David is a long-time Mozilla volunteer and was responsible for much of the original support documentation for Mozilla (all the way back to the Phoenix days). David is joining us from Sweden, where he most recently served as a Chief Software Architect.

Chris Ilias, Jason Barnabe and Lucy Connor will join the SUMO leadership team as leaders of the knowledge base, forums and live chat, respectively. Chris, Jason and Lucy have not only been active support volunteers for many years, but have shown tremendous dedication to SUMO and are responsible for much of the progress so far.

Please join me in thanking David, Chris, Jason and Lucy for all their work and welcoming them to their new roles.

As a part of the new SUMO leadership team, I will be scheduling a weekly SUMO call that will be open to the public. I will post more details on the date and call-in info once it has been scheduled.

Update on status of support.mozilla.com:We have been running performance testing on our current tikiwiki implementation as well as comparison tests for mediawiki and drupal. This data should give us a good understand of the scalability of our current implementation. We will publish the results early next week.

About JTB

Originally from Augusta, Georgia, I am currently on the marketing team at Mozilla. Prior to joining the spread Firefox effort, I ran the marketing at AdBrite and was the Director of External Relations for the Stanford Men's Basketball program.